dwalker
join:2009-11-04
San Jose, CA
|  [DSL] Beware the terms of service, I would never recommend them.
 I had the service for over two years, told them I needed to cancel (no longer needed a static IP, was getting a DTV bundle with my new DSL). Was told I couldn't cancel over the phone, not a problem, I sent them a letter.
At no time in the initial contract was it spelled out that the modem was a lease (a link on the website does not count, it should be itemized in the contract, I would have even paid the $99 up front if it was spelled out and weighed it against the other providers). When I called to cancel, I was not notified that I would have to send the modem back.
Only after a month and a half do I get a letter saying I'm delinquent in paying for a modem I did not request in the first place. That's right I told them I already had a modem from Cyberonic when I signed up, they said I had to use theirs because they were not sure if mine was compatible (it was). I'm not even sure if I have their modem anymore, it may be in a green mouse pick-up. Guess I'll find out and plead for them to not charge me if I send it back. Told the "collection's" agent I will be writing the BBB (I was polite, but frustrated), and she said "go ahead".
This is not the way you treat folks, people need to vote with their wallets. Every company seems great if things are working, it is when there are problems when we see what type of company they are.
Sorry for the rant, things need to be very clear when entering into any agreement, buyer beware.
-Derek |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Re: [DSL] Beware the terms of service, I would never recommend t
Hi Derek,
Sorry to hear that you had some confusion. Our terms and conditions which must be agreed to prior to placing an order are very clear about the modem being a lease and that it must be returned. We list that the modem is a lease directly on the sales pages as well. You can reference our terms listed on our site by going to »https://www.dslextreme.com/Terms/Default.aspx
I would be happy to take a look at your account for you. Please feel free to send me a PM with your DSL Extreme account info.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.  |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| reply to dwalker
Derek -
Thanks for sending over your account information. I apologize that you feel that way. We are very up front with regards to the modem being a lease and aren't trying to hide or scam anyone.
In your cancellation confirmation email if a client has a modem from DSL Extreme there is a section that indicates that you need to return the modem. This email was sent to you on 9/21/2009. I have copied the section below that indicates that.
"Since you have a DSL Modem Lease from DSLExtreme it must be returned within 30 days of your cancellation date. A temporary invoice of $99.90 has been placed on your account. If the modem is not returned within 30 days you will be charged for the modem lease. You can send the modem to the address below. We recommend obtaining a package tracking code from your shipper to ensure the shipment arrival.
DSLExtreme
RMA: 160814
21540 Plummer St - Suite A
Chatsworth CA, 91311"
In the initial invoices it is also shown as a free modem lease as well on our website and sales page as indicated above.
We use a modem lease process as we warranty the modem throughout the time that the customer has service with DSL Extreme. If the modem goes bad we will replace it for the client at no charge. Using a modem lease process allows us to do this.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. |
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dwalker
join:2009-11-04
San Jose, CA
| George,
I'm not seeing the email in my account, I'm not saying it wasn't sent, but possibly it was caught in my spam filter, or my wife deleted it or both.
In terms of being up front, I would not say you are "very up front" but that is my opinion, one that is shared with hundreds of others in many forums. It could be much clearer, especially since I had the service for over two years and would be very unlikely to remember a click through from that far ago. Did you read the last EULA you clicked through? Could you cite it?
You also did not answer why when I was talking to the person on the phone when I was trying to cancel the account I was not notified that my modem (sorry your modem) would be required to be sent back. A two second mention would have saved us both a lot of headache (as well as many others).
I was able to locate the modem in my storage unit, is it not possible to send it back now that I have the RMA number or has that expired?
One other point (sorry not trying to beat a dead horse), if this is a lease and it is intended to be sent back at the end of use, why not send it with a shipper label? It is no cost, the account would be billed on use, and the shipping charge could be assessed at the time the account is created. Add in one of those handy "Welcome to DSL Extreme" messages with how to connect the modem, what the shipper is for, etc. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| The RMA number is simply the account number on your account so we can quickly reference that modem back to you. You would simply need to send the modem back to that address and you account number on the outside of the box. We recommend sending with some form of tracking.
Thanks |
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dwalker
join:2009-11-04
San Jose, CA | Thanks George
Stopped by UPS store this morning, 1Z97E2220353045636.
Said it should arrive on Monday. |
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